Knowledge Management

Monitor knowledge base and article use, publishing timelines, article aging, and user feedback to fine‑tune your knowledge base content and publishing processes. Analyze case deflection through self-service and use machine learning to cluster searches with poor results to identify knowledge gaps.

Create multiple versions of knowledge articles, track changes to updated articles, compare two versions of an article, and revert content to an older published version of an article.

Integrate the knowledge authoring experience by allowing authors and contributors to create and edit content in Microsoft Word Online. Then use ServiceNow workflows to publish as knowledge articles. Use Word Online’s native comment and collaboration features to shorten the learning curve for authors.

Cut resolution time by suggesting agent answers matching text customers and employees enter during case/incident creation. Present relevant articles to deflect service requests.

Configure the search results page with multiple methods of filtering and sort a list of search results.

Search external content sources, with external and internal knowledge displayed in a single results list. Use search engine optimization to permit popular search engines to index knowledge articles.

Assign articles to content ownership groups. Enable teams to manage content feedback and maintenance, improving article quality and timeliness of responses.

Simplify setup and deploy Knowledge Management with ITSM or CSM quickly with easy‑to‑follow configuration steps and embedded help. Gauge your implementation progress with visual status checks and get your implementation right the first time—without the need for expert assistance.

Increase knowledge relevancy by empowering agents and employees to capture knowledge articles in context during work processes, such as case or incident management.

Expose available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles via desktop or mobile device.

Create reusable knowledge article content blocks to reduce redundant content and improve authoring productivity.

Improve self-service and case resolution by automatically identifying and visualizing knowledge gaps using machine learning and assigning gaps to authors for resolution.

Continuously improve organizational knowledge with an actionable, out-of-the-box, closed-loop feedback process to act on customer and internal user feedback.

Crowdsource knowledge and convert unstructured conversations into structured knowledge by harvesting new knowledge articles from solutions in active and engaged communities.

Create and assign article translation tasks automatically, compare languages side by side, identify missing translations, and optionally integrate with third-party translation tools.

ServiceNow Knowledge Management is KCS* v6 Verified for ServiceNow Customer Service Management. This verification means we bring industry best practices to our customers and have met the latest standards from Consortium for Service Innovation™ for products that support Knowledge‑Centered Service.
* KCS^® is a service mark of the Consortium for Service Innovation™.

Jumpstart your knowledge base by importing Word documents directly into Knowledge Management. HTML formatting supported by the editor, such as tables, lists, and links, as well as text styling are preserved. Images are added as attachments to the knowledge article and embedded in the article body.

Surface similar articles through machine learning to help portal users and agents find solutions quickly and help knowledge authors identify potential duplicates.

Increase self-service rates and user engagement by pushing relevant knowledge to customers and employees. Allow users to subscribe to knowledge articles and entire knowledge bases to receive notifications when articles are created or modified.

Take advantage of the superior workflow capabilities of the Now Platform® to configure your knowledge publish and retire workflows. Allow each department to maintain its own knowledge base with custom workflows.